Job Title: Support Technician (Help Desk)
Company: Rackspace
Employment Type: Full-time, Hybrid
Education Qualification: Graduates (Only qualified candidates should apply)
Communication: Excellent verbal and written communication skills
Shifts: Must be open to working 24/7 rotational shifts
Join Rackspace – A Global Leader in Cloud Solutions
Rackspace is at an exciting stage of growth, making strategic acquisitions and expanding its technical support team. This is your opportunity to work with industry-leading experts and provide world-class help desk support to international clients.
If you are passionate about IT support, troubleshooting, and customer service, this role offers a great platform to develop your skills and grow your career in the cloud and IT infrastructure industry.
Job Responsibilities
As a Support Technician (Help Desk), you will be responsible for delivering exceptional technical support to international customers. Your key duties include:
1. Technical Support & Troubleshooting
- Monitor inbound customer tickets and resolve issues efficiently.
- Provide first-line IT support for Windows OS, Microsoft Office, and hardware/software-related concerns.
- Assist with incident management and troubleshooting of hardware/software issues.
- Perform cross-platform troubleshooting (ping, traceroute, etc.).
- Configure printers, devices, and other peripherals within the Windows OS.
2. User Account & Access Management
- Administer and manage user accounts in Active Directory.
- Create and manage security groups and distribution lists.
- Support Office 365 user and group configurations.
- Assist with Azure basic troubleshooting and configurations.
3. Customer Service & SLA Compliance
- Provide excellent customer service via phone, email, and ticketing system.
- Own support tickets throughout their lifecycle while ensuring compliance with ITIL standards.
- Perform ticket queue management and escalate issues when necessary.
- Ensure timely resolution of incidents within the agreed Service Level Agreements (SLA).
- Conduct regular follow-ups and updates to customers regarding their open tickets.
4. IT Service Desk & Continuous Improvement
- Provide gap analysis and suggest service improvements for end-user support.
- Ensure best practices in ITIL framework and ServiceNow operations.
- Maintain accurate documentation and contribute to knowledge base updates.
Required Skills & Qualifications
Technical Skills:
- Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
- Strong understanding of Windows 10 OS (Deployment & Support)
- Active Directory (User account management & security group creation)
- Basic Azure knowledge (Cloud administration support)
- Experience in incident management and troubleshooting
- Familiarity with OS installation, re-imaging, and IT hardware support
- Basic network troubleshooting (ping, traceroute, etc.)
Soft Skills & Other Requirements:
- Excellent communication skills (written and verbal)
- Strong customer service and problem-solving mindset
- Ability to work in 24×7 rotational shifts
- Ability to multitask and prioritize workload efficiently
Preferred Skills (Good to Have):
- Experience with ServiceNow or other ITSM tools
- ITIL certification or prior experience working in an ITIL framework
- Prior experience in Global IT Support (US/UK clients preferred)
Why Join Rackspace?
1. Career Growth & Learning
- Work with a global leader in cloud computing and IT infrastructure.
- Gain valuable experience in IT support, troubleshooting, and service management.
- Opportunity to develop technical and customer service skills in a fast-paced environment.
2. Work Culture & Benefits
- Hybrid work model allowing flexibility.
- Competitive salary and performance incentives.
- Inclusive work environment encouraging diversity and innovation.
- Collaboration with industry experts and global clients.
3. Work-Life Balance & Professional Development
- Exposure to cutting-edge cloud technologies.
- Training and certification opportunities to enhance technical expertise.
- Supportive leadership team focused on employee success and growth.
How to Apply?
If you are ready to take the next step in your IT support career, apply now.
Application Process:
- Visit Rackspace’s official career portal and submit your application.
- Ensure your resume highlights relevant skills and experience.
- Shortlisted candidates will be contacted for an interview.
Apply Link: Click Here
Important Notes
Job Disclaimer: This job post is for informational purposes only. Candidates should verify job details and eligibility before applying.